Not really much of a criticism per se, no-one likes their status quo being eroded, and I'd probably be a bit grumpy if I was used to an easier work day.
I agree, but why should the customer(s) have to be on the receiving end of any matter between the employees and their management, especially in a service industry ? Too many times service industry jobs are staffed by people who don't want to be serving and either passively or aggressively show their customers that. Perhaps either a change of job is needed or a change of attitude.
SHJ